Routine IT, handled by runbook.
A dedicated tier-1 technician who triages tickets, resolves routine requests and escalates with complete details.
Routine tickets crowd out real work.
Internal IT teams and MSPs both face the same problem: senior staff answering routine tickets. Tier-1 work is well-defined, which makes it a strong fit for a dedicated remote technician.
An ExecWing tier-1 assistant triages tickets, handles password resets, access requests and device setup checklists your runbooks allow, documents fixes and escalates with logs and screenshots.
Access is least-privilege, MFA-protected and logged.
Tasks your assistant owns
Triage
- Categorize and prioritize
- Gather details
- Route to the right queue
Resolution
- Password and MFA resets
- Access requests
- Software install guides
Admin
- Onboarding/offboarding checklists
- Asset inventory updates
- Knowledge-base articles
Tools
Your assistant works in your accounts, under your access policies.
Ideal client
- Internal IT teams of 1–10
- MSPs
- Fast-growing companies onboarding often
What we do — and what we don't
Least-privilege, MFA-protected access; privileged actions logged in your tools.
How this maps to our plans
One dedicated, full-time assistant. Month-to-month, 30-day cancellation, $3,000 buyout if you want to hire them directly.
| Plan | Price | When it fits |
|---|---|---|
| Core | $1,900/mo | Standard scope for a single team or leader. |
| Growth | $2,300/mo | Broader scope with reporting and process ownership. |
| Executive | $2,700/mo | Senior specialist with 3+ years of US-client experience. |
Full plan details on the pricing page. Founding clients: 50% off the first month (first 5 clients).
A realistic first 30 days
How a typical IT Helpdesk Tier-1 engagement ramps. Your plan is set on the fit call and adjusted to your SOPs.
| When | What happens |
|---|---|
| Week 1 | Access, tools and shadowing Your assistant gets accounts in Jira Service Management, Freshservice, Zendesk and shadows the current process for triage. You share SOPs or record short walkthroughs; they turn them into written checklists. |
| Week 2 | First owned workflows They take ownership of categorize and prioritize and gather details, with your review on every item. ExecWing QA reviews output against the checklist. |
| Weeks 3–4 | Expand scope Add resolution work such as password and MFA resets. Review shifts from every item to daily spot checks. |
| Day 30+ | Steady state Admin joins the routine. You get a weekly scorecard and a monthly review of what to delegate next. |
IT Helpdesk Tier-1: common questions
Admin rights?
Only what you grant, ideally scoped roles.
Hardware?
Remote-only; on-site work stays local.
Tools?
Jira SM, Freshservice, ConnectWise and more.
Cost?
From $1,900/mo.
Get your evenings back.
Book a 20-minute fit call. We'll map the work you want off your plate and tell you honestly whether a dedicated assistant is the right move.